Customer Service Officer - Belfast - NI Water
Join NI Water in Belfast as a Customer Service Officer, responsible for investigating and resolving customer enquiries and complaints, ensuring all cases are managed effectively and responded to in line with policies and procedures.
About this role:
- £15.31 per hour
- Monday to Friday
- Westland House, Belfast
- 37.5 hours per week
- Parking facilities on site
- Full time, temporary until 31st August 2026
- Please note closing date for this vacancy is 12 noon on Wednesday 15th April 2026 - however you can register your interest for other upcoming vacancies by applying today
What you'll be doing in this role:
- The investigation, end-to-end case-management, and the preparation and provision of both verbal and written responses
- Coordinate, prioritise and schedule caseloads on a daily and weekly basis to optimise achievement of service levels, and internal and external targets
- Interrogate NI Water’s customer relationship management system, RapidXtra, to review customer contact history and billing standing data.
- Bill correction / changes to standing data in line within the limits permitted in the Financial Delegations and consistent with NI Water policy
- Represent NI Water in your direct contact with customers and key stakeholders
- Establish and maintain rapport with customers
- Challenge current processes and assertively question the appropriateness of response to customer issues from around the business
- Identify and recommend more efficient ways to deliver a quality customer service, contributing to an ethos of continuous improvement
- Directly contribute to the achievement of NI Water's customer satisfaction and influencing targets to include Net Promoter Score, and First Point of Contact resolution.
What you'll need for this role:
- A minimum of 5 GCSEs Grade C or above, to include English and Maths, or equivalent
- A minimum of 2 years’ experience in a Customer Service/Contact Centre role where both quality verbal and written responses to customer contacts is the primary output
- Experience of working to challenging targets / deadlines in a regulated customer service environment
- Experience of communicating effectively across a diverse range of stakeholders, using various communication methods
- Proficient in MS Office applications including MS Excel, Word and Outlook
- As part of the reference checking and vetting process for this position you will be requested to undertake a Basic AccessNI Disclosure Having a criminal record will not necessarily be a bar to obtaining a position.
If this sounds like the next step in your career, we’d love to hear from you! Even if you don’t meet every listed requirement, we encourage you to apply – we may have other suitable roles for you. Apply online, email [email protected] or call Aileen on 028 2563 1555 to find out more.
Riada Resourcing is an equal opportunities employer.